Service Coordinator II

Capital Metropolitan Transportation Authority • Austin, TX

3d • Onsite

About The Position

The Demand Response Control Center Service Coordinator II reports directly to the Supervisor, Demand Response Control Center. This position is responsible for demand response service delivery to include ADA Paratransit MetroAccess service, and on- demand Pick-Up services to ensure operations are on-time, safe, productive, and efficient for over 200 vehicles in peak service, serving over 2,400 daily passenger trips. The position requires rapid schedule and trip data review to make sound decisions on routing, responding to vehicle operators on the road, customer inquiries. The position must be able to perform the job duties of the Demand Response Control Center Service Coordinator I position.

Requirements

• High school diploma or GED required.
• Three (3) years of dispatch, scheduling, subscription trip processing, customer resolutions, or related experience is required.
• Proficient with same-day dispatch functions using computer-aided dispatch and scheduling software (CASD) to change schedules, enter missed servi ce breaks, code trips required.
• Proficient knowledge of the American Disability Act service area
• Excellent telephone delivery of customer service.
• Excellent knowledge of MS Word, Excel, Outlook, Internet Explorer, and new systems as they are introduced.
• Knowledge of Austin Street patterns and roadways.
• Thorough knowledge of operational transit methods, practices, and procedures pertaining to the delivery of transit or Paratransit services.
• Skill in reading and relaying information to customers, service providers and drivers.
• Ability to give accurate directions by radio and telephone.
• Ability to communicate effectively over the phone, in writing, and in person.

Nice To Haves

• Bilingual (English and Spanish) preferred

Responsibilities

• Proficient with pre-day and same-day dispatch functions using computer-aided dispatch and scheduling software (CASD), on-demand APP-based transportation software, vehicle locator software, radio systems, on-board video, front-line operator feedback systems, and emergency notification systems.
• Consistently contacts vehicle operators to update schedules and documents.
• Directs vehicle operators, road supervisors and maintenance personnel to ensure prompt and efficient delivery of demand response services with minimum service interruptions with high quality customer service, high productivity, and financial efficiency.
• Documents and codes service interruptions, schedule changes, and service incidents as a result of customer lates, early requests, vehicle operator lates, and other service interruption incidents
• Assists in review of schedules and trip data to make sound decisions on routing and re-routing patron services.
• Handles many data inputs at once to include vehicle operators over the radio, customer inquiries on the telephone, maintaining a professional calm demeanor.
• Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.
• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported.
• Perform other position related duties as required and/or assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED